As a Service Desk Coordinator and leader of an N1 team for one of Stefanini’s clients, my main functions are:Client Relationship: I maintain direct communication with clients, conducting meetings and presentations in English and Portuguese.Process Definition: Collaborating with the team, I establish efficient processes to enhance service delivery.Crisis Management: I handle critical incidents (P2 and P1 tickets) effectively.KPI Analysis: I monitor key performance indicators (ATT, ASA, SLAs) to drive continuous improvement. I utilize ServiceNow, Power BI and Excel for that.Quality Management: Conducting audits and detect process improvement spots.Team Training: I provide training to enhance team skills.Candidate Interviews: I participate in candidate interviews and profile evaluations.Employee Time Management: I monitor and adjust my subordinates clock-in and out times, exeptional events and such.

Deployment, maintenance, and supporting of Siemens' Teamcenter PLM system at Signify factory in Varginha, Brazil. Release of all factory product portfolios to the system, including maintenance and updates of products.Training sessions on how to access and utilize the system for all factory personnel.

Technical support, acting in verification and configuration of backups, security, antivirus, Active Directory, proxy servers, remote call for solution of software problems, OS, hardware problem checks, configuration, and solutions of network problems.

Intern in technical support, acting in backup verification, security, remote Customer Service for solving problems in OS' and software, and verification of hardware problems.